AccountId: 011433970860
ContactId: 302ab8fc-4e20-4d61-8a4f-256728fedf0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107160 ms
Total Talk Time (AGENT): 43127 ms
Total Talk Time (CUSTOMER): 52864 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/302ab8fc-4e20-4d61-8a4f-256728fedf0c_20250128T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying, I'm on the portal and I'm trying to make a payment. I've been trying to do this since last week. I'm not getting the option to pay. I see the open invoices, but I'm not getting an option where I can click to pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can take a look at that for you. What's the group number?
[CUSTOMER][NEUTRAL] The can I give you the invoice number? Oh, the group number is 26688.
[AGENT][NEUTRAL] OK, so, um, yeah, I see the January and February outstanding so what you would need to do is click on the invoice number under the open invoices.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's what I'm doing.
[AGENT][NEUTRAL] And let the billing details open up at the bottom of the screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there um if there's not any changes that need to be made right above um kind of above the social security number column there's a button that says submit invoice.
[CUSTOMER][NEUTRAL] OK, so I wanna submit them both. Can I, OK, so we can do that.
[AGENT][NEUTRAL] You have to do them separately. You'd have to do them separately, but yeah, you'd follow the same steps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one second, so I'll go ahead and submit the invoice, OK, then it says one time electronic funds transfer. OK, next.
[CUSTOMER][NEUTRAL] And then set up OK today OK the account OK next.
[CUSTOMER][NEUTRAL] OK and submit.
[CUSTOMER][POSITIVE] So it's submitting. OK perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, and I'll do the the same one for the other one. OK, perfect, thanks a million. I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. You'll do it, you'll do it the same way.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][NEUTRAL] Bye bye.